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Time is one of the most valuable resources on a retail sales floor—especially in the luxury space, where relationships and repeat business are everything.
Trevor Williams, VP of Leitzel’s Jewelry in Pennsylvania, knows that well. After 75 years in business, Leitzel’s legacy isn’t just about offering beautiful pieces, but also stunning service from their sales associates.
Trevor’s team isn’t commission-based, but they are motivated, efficient, and great with clients. How? Trevor’s leadership philosophy is all about clarity, trust, and giving his team the tools to succeed.
Here are four takeaways from his approach that any jewelry store can learn from.
1. Motivation doesn’t have to come from commission
When a sales team isn’t driven by commission, it’s easy to worry that performance might slip. But Leitzel’s has found that removing that pressure actually helps associates build more authentic, lasting relationships with customers.
“Each associate has a loose book of business with customers they naturally connect with,” Trevor says. “We encourage them to take initiative—write thank-you notes, check in about new collections, and follow up.”
That kind of personal ownership creates emotional investment. Associates feel like trusted advisors, not just salespeople. And clients, in turn, feel more connected to the store—not just for one purchase, but for a lifetime of them.
For other retailers, the lesson is clear: even without commission as a motivator, giving your team space to build real relationships can lead to stronger results in the long run.
2. Automation creates breathing room for high-value work
Retail teams juggle a lot: greeting customers, handling repairs, merchandising, inventory—the list goes on. That’s why Trevor leans heavily on automation to keep the little things from piling up.
“We use classic automation out of Clientbook, and it’s been a huge benefit,” he says. “Birthday messages, anniversaries, clean-and-check reminders—they go out automatically. And we’ve partnered with The Edge to send review requests via text.”
By automating those routine touchpoints, Trevor ensures that clients still feel cared for—even when no one on the sales floor has a free second. And because those messages are thoughtful and timely, they feel personal, not robotic.
Other retailers looking to save time can take a page from Trevor’s book: automate where you can, so your team can invest their energy where it counts—on building relationships and closing sales.
3. Texting is the most efficient way to stay connected
For most sales associates, customer follow-up is usually the first thing to fall off the to-do list when the store gets busy. Phone calls take too long. Emails get buried. And suddenly, that once-hot lead has gone cold.
At Leitzel’s, Trevor has made texting the norm—and it’s transformed how quickly and efficiently his team can connect with clients.
“It’s so much faster than calling,” he says. “You eliminate hours of phone tag. Customers can respond when it’s convenient for them, and we can reach more people in less time.”
Clientbook’s built-in messaging tools make that process seamless, allowing associates to stay in the loop without interrupting their workflow. And since messages are stored in each client’s profile, it’s easy to keep track of where conversations last left off.
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The takeaway: If your team isn’t texting, you’re missing one of the easiest ways to increase productivity and keep your store top-of-mind.
4. Your team will work smarter if you give them the full picture
One of Trevor’s most effective strategies for improving time management has nothing to do with the amount of hours in the day—it’s about smart leadership.
“If I only give someone one task, they’ll take all day to do it,” he says. “But if I give them the full list of what needs to get done that day or that week, they can prioritize and work smarter.”
Instead of micromanaging, Trevor empowers his team to take ownership of their time. They can decide what to tackle first, plan their day around the flow of traffic, and feel more in control of their work.
This approach also builds trust. When you share the full picture, you’re signaling to your team that you trust their judgment—and that goes a long way in building morale and independence.
Retailers who want to increase efficiency shouldn’t just look at tools—they should also look at how they’re managing. Sometimes, giving up control is the key to getting more done.
The bottom line
These takeaways from Trevor Williams aren’t about massive change. They’re about simple shifts—in leadership, in tools, in mindset—that can make a big difference in how your store operates day to day.
Whether it’s adopting automation, encouraging texting, or rethinking how you structure your team’s time, there’s something in Trevor’s playbook every retailer can apply. And with the right systems in place—like Clientbook—it’s easier than ever to make these strategies part of your store’s daily routine. Schedule a call for a free clienteling assessment for your store today to see how Clientbook can help.
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